Customer Service Standards

We aim to:

TELEPHONE
● Answer your call within 7 rings
● Return your call within one working day if you have left us a message

VISITS TO A COUNCIL OFFICE
● Greet you within 5 minutes at our Customer Access points
● See you within 10 minutes at a Service Enquiry point (If you need specialist advice, your wait may be longer)
● See you within 15 minutes of an appointment time, but if we can’t we will explain why and let you know when you can be seen

LETTERS, FAXES AND EMAILS
● Reply to letters and faxes within 10 working days
● If your query can’t be resolved within 10 days we will contact you to explain why and give you timescales
● Acknowledge emails sent to enfield.council@enfield.gov.uk within 24 hours and respond fully within 10 working days

CORPORATE COMPLAINTS
● Respond to complaints within 15 working days
● Adhere to timescales set out in the Council’s Corporate Complaints procedure “How to Complain”

This document was last updated on 2007-08-13 15:40:09 published by the Sysadmin team. Document Reference:LBE_130622